Too many disconnects throughout the day

[ek12]

Hi, 

I have sky broadband and the router disconnects too many times throughout the day (lights turn to orange and then green again after a few minutes).

3 days ago it disconnected 3 times within one hour and I was doing an interview at that time!
This is  unacceptable.

Rebooting the router improves things a bit but the problem still persists.
Sky broadband check says that everything is ok , which is obviously incorrect.

the router is connected to a master 5c socket
here are the line stats. can you please help?

[Highlinder]

@ek12Does the broardband test show anything when you run it when it drops. Can see there was a drop 5 hours into the uptime of 15 hours I take it that is you powering down the router and starting it again that caused this?

[ek12]

@Highlinder 
whenever the line drops, I get an error saying " there is something wrong, lets fix it" and then I have to select  the type of socket etc.

Also,  I rebooted the router at 19.02 yesterday, so I think that what you mentioned is the line disconnecting again, not me rebooting the router.

Thanks

[Highlinder]

@ek12If this happens again. Ignore what it says and do the broadband test. This is the self heal test that they want to run to fix the issue.

I was also talking about the uptime on the WAN which was only 10 hours and the uptime on the router was 15, that is were I got the 5 hours from.

The link below is for the broadband test, use it if you get a drop.
https://www.sky.com/help/diagnostics/sky-broadband-diagnostic/sky-broadband-diagnostic

[ek12]

@Highlinder 

It just happened again. I run the test and it said that there was no problem with the area or my account but they could not connect to my router , but not to worry as this doesn't mean that there is a problem (!?!).

here are the new stats after the latest disconnection a few minutes ago

[Highlinder]

@ek12There clearly is a problem. I would give Sky a call and explain to them that your connection is dropping and it can clearly be seen and that the broadband test is not seeing anything and is unable to connect to the router to check for issues.

Just dial 150 on your landline and stay on the line even after it send the text to send you back here.

[Mr+Slant]

By any chance do the times that your connection drops correspond with the time your central heating is turning on/off?

Also do you have any xmas lights on and likewise does the time correspond when they are on?

[ek12]

@Mr+Slant the problem existed before I installed xmas lights. heating and xmas lights do not seem to affect at all 

[Mr+Slant]

OK, its just that xmas lights and VDSL2 (dis)connections are a recurring theme on all ISPs.

If you're getting that many drops I'd expect Openreach DLM to kick in and increase your noise margin/decrease your sync (connection) speed.

[ek12]

@Mr+Slant the problem has been going on for months, but it is getting worse. I don't think that Openreach DLM will kick in now and to be honest, I don't see why this should happen.

The line stats are pretty good from what I can see, so there is something else going on.
Either a faulty router or a fault from Sky's side. Since the line stats are good, I don't see why I should settle for a lower speed. If they can't fix it, then I will have to break the contract and leave early.

[ek12]

I noticed that line attenuation changes, for both downstream and upstream

As you can see, on my first post  for downstream it was 11 db, 2nd post it was 8.7 and now it is 12.4.
Any ideas why this is happening?